Service Level Agreement (SLA)
www.DRW.net endeavors to have the content of customer’s website available for http access by third parties 99.9% of the time ("website availability"), in a given month, excluding the restrictions below. Website unavailability (downtime) exists when third parties are unable to transmit and receive http data and www.DRW.net records such failure within its monitoring systems. Website unavailability (downtime) is measured from the time the trouble ticket is opened by a customer to the time the server is once again able to transmit and receive http data.
Should a customer’s website become unavailable for a cumulative period up to one hour in any one calendar month, Customer may be eligible to receive a credit equivalent to one day of Customer’s pro-rated recurring monthly fees for that month.
Customers may receive an additional refund of one day of the pro-rated recurring monthly fees for each additional hour, or portion thereof, of website unavailability. All credit calculations will be based on website unavailability in one-hour increments. The above agreement does not cover outages caused by equipment and/or events not under the direct control of www.DRW.net or caused by individuals not directly employed by www.DRW.net. This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance.
Any and all credit(s) to a customers account will not exceed 50% of the customer’s recurring monthly fees for the month in which the credit is issued.
www.DRW.net will maintain its network in such a manner as to provide to all customers the best possible performance to the Internet. In order to achieve this www.DRW.net makes the following guarantees to all onsite Internet customers:
• 100% guaranteed uninterrupted transit to the Internet
• Zero packet loss internal to www.DRW.net network
• www.DRW.net internal network will have an average latency of not greater than 50ms (inter-city)
• www.DRW.net will deliver all Customer traffic to an Internet carrier with an average latency not greater than 150ms (inter-city)
In addition to the above performance guarantees www.DRW.net will take all possible measures to insure all Customer traffic reaches its destination in a timely fashion comparable and within reason to any other carrier in the area. These measures include the manipulation of routing tables so as to direct traffic to the Internet using its best possible upstream link.
In order for customer to receive a credit on their account, customer must request such credit within five (5) business days after the customer has experienced website unavailability (downtime). Customer must request credit by sending an e-mail to our billing department at billing@www.DRW.net. The body of this message must contain customer domain name, the dates and times of the start and finish of the website unavailability and the trouble ticket number associated with their website unavailability for identification. Credit(s) will usually be applied within sixty (60) days of customer credit request. Credit(s) to customer account will be customer’s sole and exclusive remedy in the event of website unavailability (downtime).
In order for the customer to be eligible to receive credit(s) the customers account must be paid in full at the time of requesting credit(s) and at the time of website unavailability.
Credit(s) will not be provided to customer in the event that customer has website unavailability resulting from (i) scheduled maintenance as posted from time to time via e-mail bulletins and at www.DRW.net, (ii) customer behavior including acts or omissions of customer, or any use or user of the service authorized by customer, or the performance or failure of customer’s equipment, facilities or applications, or customer’s ISP or connection to the internet, or (iii) circumstances beyond www.DRW.net's reasonable control, including, without limitation, acts of God, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of customer’s service.
Should you have any questions about this or any of our other policies please feel free to e-mail email@example.com or call us toll free at 1.866.381.0373.
www.DRW.net Service Level Agreement (SLA)
Last Updated: January 25, 2005